Rights in case of delay
Here you will find information about what applies in the event of delays, your rights, and how to apply for compensation.
Is your train delayed?
Find information about current and planned service changes here.
If your train or bus is expected to be delayed by more than 30 minutes, we will inform you via the SMS number you provided when booking.
What happens if the train is delayed by more than 60 minutes?
If your train is expected to be delayed by more than 60 minutes to the final destination, you have the following options:
- Cancel the journey: Get a refund of the ticket price if you do not wish to continue the journey.
- Rebooking: Rebook your journey to another departure with Snälltåget.
- Continue the journey: Continue to your final destination. If the train arrives more than 60 minutes late, you can apply for delay compensation.
Exceptions when travelling by night train: Night trains may make up time during the night. For a night train to be considered delayed at the final destination, it requires a delay of more than 180 minutes at departure. The timetable on your latest ticket is compared to the actual delay.
If you want to cancel the journey due to delay
You can cancel your journey and get a refund for the part you have not traveled. To receive a refund, you must cancel your journey before the new planned departure time. To cancel your journey, go to My Journey. Enter your booking number and email address, then press "Search" to view your booking. In the booking details, press "Cancel."
To receive a refund (or a new voucher if the journey was paid for with a voucher), after canceling the ticket, you must also send an email to snalltaget@snalltaget.se, stating your booking number.
If you want to rebook the journey due to delay
Currently, you must contact Customer Service to rebook your journey in case of delay. Email Customer Service before the train's new planned departure time at snalltaget@snalltaget.se. Provide your booking number and the departure you would like to be rebooked to.
If you want to apply for compensation due to delay
If you choose to continue your journey and your train is more than 60 minutes delayed to the final destination, you are entitled to the following compensation according to EG 782/2021 Article 17:
- Delay of 60–119 minutes: 25% of the ticket price.
- Delay of 120 minutes or more: 50% of the ticket price.
You can apply for compensation via My Journey. Enter your booking number and email address, then press "Search" to view your booking. In the booking details, press "Delayed?" which will appear only after the last train in your booking has arrived.
Note that you can apply for delay compensation only after all journeys in your booking have been completed. Apply for compensation within two months after the delay.
Please note that you are not entitled to compensation if you were informed of the delay before purchasing the ticket or if the delay is due to a third party or extraordinary circumstances that Snälltåget could not foresee or avoid (e.g., trespassing, sabotage, or extreme weather).
We do not compensate for additional costs such as lost income or pain and suffering.
Missed connection
Connections between Snälltåget trains and buses usually wait for a delayed train. If we cannot wait, we will arrange for you to travel onward by another means with the next available connection or replacement transport.
If you are traveling onward with another company, the journey is legally considered a separate journey. Therefore, we can only provide information about the next connection. Make sure to allow plenty of time for train transfers. Snälltåget is not responsible for compensating you for new tickets or for follow-up delays due to Snälltåget being delayed.